This Standard SLA for IT Support is designed for use in the Philippine business context, where organizations require formal agreements for the provision of IT support services. The document serves as a comprehensive framework for establishing and maintaining professional IT support relationships, ensuring compliance with local regulations including the Data Privacy Act, E-Commerce Act, and relevant ICT guidelines. It is particularly relevant in today's digital business environment where reliable IT support is crucial for business continuity. The agreement covers essential aspects such as service scope, performance metrics, data protection, and dispute resolution mechanisms, all tailored to align with Philippine legal requirements and business practices. This template is suitable for both domestic and international IT service providers operating in the Philippines, providing a structured approach to service delivery and performance management.
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1. Parties: Identification of the service provider and client, including complete legal names, registration details, and addresses
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Detailed definitions of technical terms, service metrics, and other key terms used throughout the agreement
4. Scope of Services: Comprehensive outline of IT support services covered under the agreement
5. Service Levels: Detailed service level metrics, response times, resolution times, and performance standards
6. Service Provider Obligations: Key responsibilities and commitments of the IT support provider
7. Client Obligations: Client responsibilities, including access provision and cooperation requirements
8. Data Protection and Security: Compliance with Philippines Data Privacy Act and security measures for data handling
9. Performance Monitoring: Methods and tools for measuring and reporting service performance
10. Payment Terms: Fee structure, payment schedule, and billing procedures
11. Term and Termination: Duration of the agreement and conditions for termination
12. Dispute Resolution: Procedures for handling disputes under Philippine law
13. General Provisions: Standard legal clauses including governing law, amendments, and notices
1. Disaster Recovery: Include when the client requires specific disaster recovery and business continuity procedures
2. Third-Party Services: Add when subcontractors or third-party service providers are involved in service delivery
3. Hardware Support: Include when physical IT infrastructure support is part of the service scope
4. On-Site Support: Add when in-person support services are provided
5. Training Services: Include when user training or knowledge transfer is part of the service offering
6. Intellectual Property Rights: Add when custom solutions or software development is included in the support services
7. Service Credits: Include when financial penalties for missing service levels are required
1. Schedule A - Service Descriptions: Detailed breakdown of each service component and support level
2. Schedule B - Service Level Targets: Specific metrics, KPIs, and performance targets for each service
3. Schedule C - Fee Schedule: Detailed pricing, payment terms, and any variable cost components
4. Schedule D - Escalation Matrix: Contact details and procedures for different levels of support escalation
5. Schedule E - Technical Requirements: Specific technical specifications and requirements for service delivery
6. Appendix 1 - Incident Classification: Definitions and response requirements for different types of incidents
7. Appendix 2 - Report Templates: Standard formats for service performance and incident reporting
8. Appendix 3 - Security Protocols: Detailed security procedures and compliance requirements
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